Open item not delivered

[jfoster859]

I shipped some packages the 12/5. The buyer opened an “item not received” and put in the comments they still wanted the packages just seeing if I had any info on the delivery. USPS told me the location is backlogged and would take more time to get to the packages to deliver. I told the buyer this info and not heard back after a couple of messages. Will this hurt my “eBay grade”?  I told them I’d refund as I did not want negative feedback etc. any thoughts? 

[lakefor94]

Within the INR case, it should tell you exactly how long you have for your shipment to show a Delivered scan. Anytime after that the buyer can ask eBay to step in and refund and you get a defect.

You can wait up until that date to refund without getting a defect on your seller account. 

Make sure to respond to the case in the meantime. Input tracking if the case allows it.

There will be others along to share their experience. 

Been a long time since I had a buyer open a INR. Others are more up to speed on the timeframe details.

[onlinecentral]

You get a 5 day grace period after the case is filed. A scan indicating movement gets a 5 day extension added. Issue a refund before the deadline eBay gives you so you don't get a strike for Cases Not Resolved by Seller.

eBay will remove negative feedback about the tardiness because your buyer filed the INR case.

[lakefor94]

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@onlinecentral wrote:

You get a 5 day grace period after the case is filed. A scan indicating movement gets a 5 day extension added. Issue a refund before the deadline eBay gives you so you don't get a strike for Cases Not Resolved by Seller.

eBay will remove negative feedback about the tardiness because your buyer filed the INR case.

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@onlinecentral 

When the shipment shows movement and a 5 day extention is added, does that information show up within the INR case? And the seller can determine exactly when they need to hit the refund button (if there is not a delivery scan)

Just trying to get up to speed here. Have not had a INR since 2021.

[onlinecentral]

@lakefor94
I don't remember eBay ever sending me a message saying that a scan occurred and an extension had been added. I made a note of the deadline when the case was filed. Later, when I checked the case before the deadline, intending to refund, I noticed a newer scan and the extension.

My last INR case was in October. The rectangle to paste the tracking number was grayed out. The screen read, "You can't add or change the tracking number". The correct number populated the gray rectangle. The package had a Delivered scan before the buyer filed the case.

The hold and release of the funds were microseconds apart on the same day. I never heard from the buyer again and the case closed in 28 days. "We closed this request since there's been no activity for 21 days. As a result, the hold on this transaction has been removed. You don't need to do anything else--we wanted to keep you updated."

[lakefor94]

@onlinecentral  thanks for sharing. Appreciate the detail.

[mam98031]

@jfoster859 

Don't refund and please don't be addressing feedback [which the buyer hasn't brought up] now.  It is way too soon and can cause you more issues than you currently have.

Ebay eval's each seller once a month on the 20th of each month for the period ended the previous month.  Our next eval is January 20 for the period ending December 31st.  This claim is NOT currently hurting you in any way.

Now back to how to handle this.  Since the buyer has filed an INR, make sure you log the tracking number into the claim.  You can also contact the buyer from the claim.  Anytime you contact the buyer, keep it inside the claim.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure, especially at this time of year. Just stay in touch with them and assure them you are working on a resolution right now.